OutstandingCustomerExperience

11 January 2014

INNOVATE.CREATE.CONNECT.Transcom Philippines

CONTENTS

BPO Industry in the Philippines

Who is Transcom?

BPO Recruitment and Entrepreneurship

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BPO INDUSTRY IN THE PHILIPPINES

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WHAT IS A BPO?

Business Process Outsourcing (BPO) is a subset of outsourcing that involves the contracting of the operations and responsibilities of specific business

functions (or processes) to a third-party service provider

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BPO INDUSTRY IN THE PHILIPPINES

In 2010, the Philippines has surpassed India as the largest business process outsourcing industry in the world

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BPO INDUSTRY IN THE PHILIPPINES

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Has grown at an annual rate of 30% over a decade, faster than the growth of the global offshore services market

BPO INDUSTRY IN THE PHILIPPINES

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Has driven the Philippines’ GDP unprecedented growth of 7.5% in Q2 2013; accounting for over 10%

BPO INDUSTRY IN THE PHILIPPINES

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Services delivered include engineering, health care, legal, financial, creative, and software services for energy, banking, investment, insurance, shipping, telecommunications, and other industries

BPO INDUSTRY IN THE PHILIPPINES

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In 2012, the industry employed over 638,000 Filipinos

BPO INDUSTRY IN THE PHILIPPINES

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Large, highly educated, English-speaking workforce

The Philippine government offers a welcoming environment to foreign investors including generous incentives, while the private sector provides assistance to enable investors to setup and begin

operations in the Philippines rapidly and cost effectively

BPO INDUSTRY IN THE PHILIPPINES

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WHO IS TRANSCOM?

A global customer experience specialist, providing customer care, sales, technical support and credit management services through our

extensive network of contact centers and work-at-home agents.

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TRANSCOM BY THE NUMBERS

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29,000 customer experience specialists62 contact centers

26 countries 33 languages

400 international brands

TRANSCOM’S BEGINNINGS

1995 Transcom AB is established and opens for business in Sweden

1997 Creation of Transcom Europe with offices in Sweden, Luxembourg, and Norway

1999 Transcom cements European presence with operations in 11 countries: Austria, Denmark, Finland, France, Germany, Italy,

Luxembourg, Norway, the Netherlands, Sweden and Switzerland

2007 Transcom enters the Philippines

2008 Transcom establishes Iloilo site

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TRANSCOM IN THE PHILIPPINES

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Manila Delivery Centre2,200 seats

Bacolod Delivery Centre878 seats

Iloilo Delivery Centre1,200 seats

TRANSCOM IN THE PHILIPPINES

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Huddle Room

Board Room

Production Area

Interview Room

Breakout Room

TRANSCOM IN THE PHILIPPINES

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Transcom Telesales Examples:

TRANSCOM IN THE PHILIPPINES

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Questions?